Improving Patients’ Recovery Expectations and Satisfaction In Jurong Community Hospital (IMPRESS-JCH)
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2019
Increase patient satisfaction scores for "understanding admission reason" and "satisfaction with updates" to ≥87%. Interventions improved patient satisfaction without compromising staff satisfaction and are sustainable across wards.
Year Submitted: 2019
Published Date: 31 December 2019
Tags: Care Process ＆ Redesign, Value Based Care, Patient Satisfaction
About this Content
Aims
Increase patient satisfaction scores for "understanding admission reason" and "satisfaction with updates" to ≥87%.
Background
Patients reported low satisfaction ratings due to unclear communication and lack of updates regarding care plans.
Methods
Conducted focus groups, implemented structured communication templates, regular updates post-MDM, and bedside communication booklets.
Results
Positive ratings for "understanding admission reason" and "satisfaction with updates" improved significantly, achieving ≥80%.
Conclusion
Interventions improved patient satisfaction without compromising staff satisfaction and are sustainable across wards.
Lessons Learnt
Multi-disciplinary team engagement, regular communication updates, and structured EMR templates were key to success.
Additional Information
Spread to additional wards as part of Phase 2 implementation.
Keywords
Patient Satisfaction, Recovery Expectations, EMR Communication, PDSA, Multi-Disciplinary Team
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | Jurong Community Hospital |
Platform(s) | National University Health System Quality Improvement |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Alvin Ong |
Project Member(s) | Nurzahidah Md |
Connect with this contributor!
Patricia Lim - patricia_sc_lim@nuhs.edu.sg
Project Attachment
80_JCH_QM_2019_Improving_Patients_Recovery_Expectations_and_Satisfaction_In_JCH_combine.pdf